Overview: Feit Electric, a leading lighting and smart home product manufacturer, is seeking a dynamic and organized Director of Customer Service and Technical Support. This pivotal leadership role demands a strong emphasis on digital self-service and a solid understanding of information technology solutions. The Director will be responsible for elevating customer satisfaction, driving efficiency through process improvements and technological innovations, and ensuring a seamless customer experience. The position involves overseeing the customer service team and outsourced vendor partners, with responsibility for multiple customer segments and brands.
Responsibilities:
1. Leadership and Team Management:
· Lead and inspire a global team of professionals in Australia, India, and the United States.
· Foster a culture of continuous improvement, innovation, and customer focus within the team.
2. Talent Development:
· Hire, develop, and mentor support team members, fostering a culture of excellence and exceptional customer experiences.
· Optimize coverage and scheduling, create programs to motivate and assess team performance.
3. Performance Analysis and Improvement:
· Analyze department performance and proactively implement strategies to enhance quality, productivity, and profitability.
· Address training and development needs and corrective action issues as required.
4. Process Optimization and Automation:
· Monitor key work processes, such as order management, warranty returns, claims, and technical support workflows.
· Implement corrective actions to ensure performance and quality.
· Establish scalable processes, workflows, and automation for effective, low-friction, responsive support.
5. Digital Self-Service Implementation:
· Partner with stakeholder groups to design and implement a best-in-class customer self-serve digital experience, leveraging generative AI for a low-friction experience.
6. Technology and Innovation:
· Stay abreast of emerging technologies and trends in information technology to continuously improve support capabilities.
· Oversee the development and implementation of digital tools and platforms to enhance the customer experience.
7. Cross-Functional Collaboration:
· Collaborate with other departments, including product development, marketing, and sales, to ensure a unified and consistent customer experience.
· Provide insights from interactions to inform product development and implement service enhancements.
Requirements:
· Bachelor’s degree in Business, Information Technology, Engineering or a related field.
· Proven experience (7+ years) in a leadership role managing a global customer service and technical support team in consumer goods.
· Strong background in customer support information technology platforms and a deep understanding of digital self-service solutions.
· Demonstrated success in implementing innovative customer service strategies and technologies.
· Honest, hardworking, self-motivated team player with strong analytical and problem-solving skills.
· Excellent interpersonal and communication skills (oral and written).
· Strong attention to detail, organizational skills, and ability to thrive in a fast-paced environment.
Additional Details:

• Onsite position at Headquarters in Pico Rivera (Los Angeles), CA.
• Occasional early mornings or late nights may be required to connect with teams in other countries.
• Salary range: $110,000.00 to $130,000.00 annually.

Job Type: Full-time
Pay: $110,000.00 - $130,000.00 per year
Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift
• Morning shift

Application Question(s):

• Have you worked in a role where you were responsible for sourcing and implementing new customer service systems including Artificial Intelligence (A.I.)?

Experience:

• Customer Service Leadership: 7 years (Required)
• Customer Service Systems: 7 years (Required)
• Zendesk: 5 years (Preferred)

Work Location: In person